Senior Client Success Executive/Client Director

About TELUS Digital

TELUS Digital focuses on the value of human connection to design, build and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions. With over 70,000 team members and supporting 50+ languages in thirty-two (32) countries across North and Central America, Europe and Asia, TELUS Digital empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking and a caring culture that puts customers first. The company's solutions cover customer experience, digital transformation, IT lifecycle, advisory and digital consulting, risk and back-office support. Fueling any stage of company growth, TELUS Digital partners with some of the world’s most disruptive brands from fast-growing tech, financial services, fintech, gaming, travel & hospitality and healthcare industries.
Learn more at: [telusdigital.com](https://telusdigital.com)

Position Overview (Sofia, Bulgaria)
We are seeking a seasoned strategic leader to join TELUS Digital’s operations in Sofia, Bulgaria. In this role, you will partner with one of the world’s leading social media platforms, guiding their trust & safety operations with a focus on operational excellence and strategic growth. The ideal candidate will have strong experience in content moderation, digital safety, or user policy enforcement—ideally gained from a competitor BPO environment—combined with a track record in senior client relationship management. This position offers significant international exposure and the opportunity to play a pivotal role in keeping online communities safe, while delivering exceptional value from one of TELUS Digital’s most vibrant European hubs.


Primary Responsibilities
Lead creation and execution of account strategies and roadmaps aligned with social media content moderation objectives and client priorities.
Build trusted relationships with senior executives, opening new revenue streams and opportunities within the digital safety and trust & safety domain.
Identify process improvements and leverage innovative technology to enhance moderation workflows and service delivery.
Provide matrixed leadership across global and Sofia-based teams to ensure timely, accurate, and policy-compliant content review operations.
Support new-business development initiatives for EMEA-based social media and digital trust & safety opportunities.
Ensure differentiated services by creating and executing program deliverables that exceed service level agreements in content moderation accuracy and turnaround time.
Foster best practices, continuous learning, and innovation in content moderation strategies.
Collaborate across global teams to ensure consistent moderation standards and operational excellence.
Retain and grow base business while identifying new social media trust & safety opportunities.

Requirements
Minimum 10 years of operations leadership in call center, BPO, or trust & safety environments, including at least 2 years in a senior client success executive role.
Bachelor’s degree in Business, Management, or related field—or equivalent professional experience.
Demonstrated success in revenue-generating roles within content moderation, digital safety, or policy enforcement functions.
Experience leading international, matrixed content moderation teams—ideally in social media or digital platforms—with competitor BPO knowledge a strong advantage.
Strong global business acumen with the ability to adapt processes to regional policy nuances across EMEA.
Exceptional relationship management and negotiation skills, with proven C-suite engagement experience.
Ability and willingness to travel within Bulgaria, the EU, and globally (up to 35%) while working effectively from a home office.
Proficiency in English; Bulgarian and/or other European languages are an advantage.
Deep understanding of the outsourcing industry, particularly in trust & safety or content moderation verticals.
Results-driven mindset with the ability to inspire and motivate content review teams under performance-based SLAs.

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Why Join TELUS Digital Sofia?
Our Sofia site is one of TELUS Digital’s most dynamic European hubs—combining world-class infrastructure with a collaborative and innovative atmosphere. Located in Bulgaria’s vibrant capital, the Sofia office offers:
Modern, ergonomically designed workspaces equipped with advanced technology for trust & safety operations.
Proximity to Sofia’s thriving tech and BPO ecosystem with a strong social media service presence.
Opportunities to work on global digital trust & safety projects that protect millions of online users.
A supportive, inclusive environment fostering career growth, continuous learning, and skill specialization in content moderation.
Access to Sofia’s cultural richness, world-class dining, and outdoor lifestyle—where work-life balance is a priority.

With its strategic location, thriving talent pool, and exceptional quality of life, Sofia provides the perfect setting to propel your career with TELUS Digital.



TELUS Digital Values
TELUS Digital recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all candidates must demonstrate behaviors that are reflective of our values:
We embrace change and initiate opportunity
We have a passion for growth
We believe in spirited teamwork
We have the courage to innovate

At TELUS Digital, we are committed to diversity and equitable access to employment opportunities based on ability.
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